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Customer Experience Coordinator

2 months ago

London, United Kingdom The Scout Association Full time

We have an exciting opportunity for a Customer Experience Coordinator to join our amazing Scout adventure team. 

Location: Scout Adventures Gilwell Park, Chingford, E4 7QW

Salary: £25,685 per annum, Band C, Level 3 - Live onsite

Salary: £27,445 per annum, Band C, Level 3 , inclusive of OLW - Live offsite

Working Hours: 40 hours per week

Term: Permanent

We’re Scouts and everyone’s welcome here - all genders, races and backgrounds. Right across the UK, we help over 400,000 young people aged 4-25 gain skills for life and find their place in the world. We help them speak up, play their part and shine bright.

The Customer Experience Coordinator Role:

As a Customer Experience Coordinator, you will play a pivotal role in understanding our customers’ needs and matching them with an adventure tailored to their goals. You’ll guide customers through the entire booking journey, from initial inquiry to aftercare, and act as the point of contact during their on-site visit. Working closely with on-centre teams, you’ll ensure the seamless delivery of safe, high-quality experiences.

Key responsibilities as our Customer Experience Coordinator:

  • Provide exceptional customer service across various channels, including email, phone, live chat, WhatsApp, and social media.
  • Act as the primary point of contact for customers, from booking inquiries to post-visit follow-up, ensuring a seamless experience throughout their journey.
  • Use expert knowledge of our products and services to recommend tailored experiences to meet customers' unique group needs and objectives.
  • Work within service level agreements (SLAs) and brand guidelines to create a positive, lasting impression of Scout Adventures.
  • Process bookings and maintain customer records using platforms such as SharePoint, Cinolla, Zendesk, and Trust Pilot, ensuring accurate and up-to-date information
  • Design tailored activity programmes for groups, aligning with their needs and objectives, and liaise with on-centre teams to coordinate schedules.

What we are looking for in our Customer Experience Coordinator:

  • Effective written and verbal communication.
  • Attention to detail and organisational skills.
  • Good computer literacy, with an ability to confidently learn and use tools such as bookings systems, customer support software, Microsoft Office, Sharepoint, Smartsheets etc.
  • Positive and proactive – embracing change, challenge and learning opportunities.
  • Prior experience in providing high quality customer service from initial enquiry to after care.
  • Prior experience in outdoor education, residential centres or a related industry (e.g. hospitality or education) desirable

What we can offer you as our Customer Experience Coordinator:

  • Work in a way that suits you, your role and your department
  • Be proud to say you’re part of a team with Investors in People (Gold)
  • Plenty of opportunity for learning and development
  • 28 days holiday a year, plus bank holidays rising to 32 days after two years
  • Four extra days to look after your family when they need you
  • Three extra days over Christmas
  • Up to four personal days paid leave a year
  • Hybrid /Flexible working hours

The closing date for applications is Wednesday 9th October 2024

Interview are expected to be held at Gilwell Park on Thursday 17th October 2024

Don’t miss out on the opportunity to join our fantastic team Click ‘Apply’ now

The Scouts is an equal opportunity employer, and we are committed to diversity and actively seeking applicants from a wide range of backgrounds.

Strictly no agencies.